Question 1

Why hasn't my international shipment been delivered?

Accepted Answer

If your shipment has the status On the way to Belgium, it has not arrived in Belgium yet. The delivery periods of a foreign shipment to Belgium vary from country to country. You can find out how long it takes on average for your parcel to arrive in Belgium via Track &amp; Trace.&nbsp;This period is based on previous shipments coming from this country.&nbsp;My parcel comes from inside the European Unionhere is no default import procedure. If it wants to, customs can check shipments from inside the European Union.My parcel comes from outside the European Union (+United Kingdom)In this case an import procedure for your parcel will start upon its arrival in Belgium. The duration of this procedure depends on the following:Whether or not you already paid VAT on your shipment via the online shopThe value of your shipmentIf you did not pay any VAT in advance or your shipment is worth more than €150, the bpost customs clearance service&nbsp;must first determine the import costs. To do this, the value of the contents of your shipment must be known (based on the invoice). If this is not provided, bpost will ask you to upload the invoice of your purchase online.You have 14 days to pay the import costs (VAT, import duties or any other customs fees and formalities). The sooner you do this, the sooner your shipment will be released.Most shipments are cleared within a week. In this phase, your goods are declared to Belgian customs. Customs has the right to check the content of your shipment. Please allow an additional 3 to 7 days for delivery in case of extra inspections. This period depends on any additional inspections by government agencies (e.g. for plants or food). If your shipment is not cleared, you will be notified (e.g. a permit is missing or the contents of your shipment are subject to import restrictions).The import procedure is completed once customs has released your shipment. Your shipment is then handed over to bpost, and you will receive it a few days later.

Question 2

Do I have to pay import costs on gifts from outside the EU?

Accepted Answer

On gifts from family or friends from outside the EU, customs charges import costs&nbsp;if the shipment does not meet all the&nbsp;requirements of a gift.&nbsp;If you believe that your shipment does meet these conditions, you can dispute these costs and apply for an exemption. You can do this after you have received a letter or request for payment.I have received a letter to provide the proof of valueAsk the sender to send you an email confirming:the contents of the shipmentthe value (in €) of the shipmentthat your shipment is a giftYou can then upload this email as proof via the online form.&nbsp;To do so, follow the instructions in the letter.I have received an invitation to pay the import costsAsk the sender to send you an email confirming:the contents of the shipmentthe value (in €) of the shipmentthat your shipment is a giftThen, enter your barcode and postal code via Track &amp; Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this online form as proof.Please note:&nbsp;Customs carries out checks on the value of shipments. A fine may be imposed in the event of an erroneous declaration.&nbsp;Upload the sender's email to this form as proof.

Question 3

I have already paid VAT through the webshop. Now I have to pay again. How is that possible?

Accepted Answer

In exceptional cases, you may have to pay VAT and import costs a second time on your shipment. This is because the IOSS webshop on which you ordered or the local postal company of the sender did not (correctly) register this information.An IOSS shop is required to forward its IOSS number digitally. Customs uses this number to read out the necessary information about your shipment automatically. If this number is not transmitted or valid, the bpost customs clearance service&nbsp;is obliged to charge the recipient for VAT and customs formalities. (It is not enough to note the IOSS number on the package or to communicate it afterwards.)If you are charged import costs and VAT a second time, then:You can refuse the shipment in the My bpost app or Track &amp; Trace and request a full refund from the sender.You can pay the import costs and reclaim the VAT from the sender who wrongfully charged it. To do this, contact the sender and present your proof of payment from the My bpost app or Track &amp; Trace.

Question 4

What should I do if my parcel cannot be cleared because insufficient information is provided?

Accepted Answer

If your parcel cannot be cleared because insufficient information is provided, you will be asked to upload the missing documents with the relevant bpost form.bpost form in FR: Documents de douane relatifs aux envois internationauxbpost form in NL: Douanedocumenten bij internationale zendingenThe sooner we receive this information, the sooner your parcel will be cleared through customs.You will receive this request by email, text message or as a push notification in the My bpost app. If you do not respond or bpost does not have your relevant contact details you will be sent a letter.You will also find the request for information and the link to the form in the My bpost app or Track &amp; Trace.&nbsp;These documents are required for parcels to clear customs:For purchases: an invoice/proof of payment stating the contents and the value.For gifts: an email from the sender stating the contents of the shipment, the value (up to €45) and the fact that it is a gift.For special authorisations or exemptions: the certificate date and number.For diplomatic exemptions: an 136F form completed in full and validated, uploaded online and original sent by mail.For business purchases when subject to VAT: an EORI number and a VAT number (if you have a licence to defer VAT payments on imports, you must state the ET 14000 licence number).If you do not respond to this request for additional information within 14 days we will return your parcel to the sender.Charges may be payable to clear your parcel through customs. Customs duties, VAT and all other possible charges (such as anti-dumping duties and environmental duties) are calculated based on the information you provide. As the addressee, you will receive a request by email, text message, push notification or letter to pay any import charges. You must settle these charges in the My bpost app or Track &amp; Trace before delivery.

Question 5

How do I know whether a webshop applies the VAT rules (and is therefore IOSS registered)?

Accepted Answer

Non-European webshops can register with the EU to enable the payment of VAT and import costs in advance in their webshop. Most major webshops such as&nbsp;AliExpress, E-bay and Wish have already registered.You can easily recognise a registered webshop: if your shopping basket indicates that VAT is included, then you’re safe! That way you avoid:paying unwanted import charges and customs clearance fees;paying VAT on customs clearance fees;waiting longer to receive your shipment.NB: for goods with a value above €150, you will always have to pay import charges as these are not paid by the webshop.

Question 6

My parcel is from outside the EU. What process does it have to go through before I can receive it?

Accepted Answer

When a parcel from outside the European Union arrives in Belgium, it is handed over to the bpost customs clearance service, which prepares it for customs clearance. The process is as follows:1. Clearance of the parcelIf VAT on your parcel has been paid in advance via the webshop, it will be immediately handed over to customs. If not, it will be cleared through customs first. This includes the calculation of customs duties, VAT and any other fees (like anti-dumping duties and environmental duties). As of July 1, 2021, this applies to all shipments, regardless of their value.&nbsp;More information about the customs rules.As the recipient, you must pay these import costs in advance via the My bpost app or via Track &amp; Trace. You will receive an email, text message or letter with a payment invitation.2. Security checkCustoms performs a security check on all goods arriving in Belgium from outside the European Union. Customs checks whether the goods can be imported to Belgium. If not (e.g. counterfeit goods, weapons or medicine), customs blocks your parcel. If so, your parcel is cleared and will be released.3. Delivery of the parcelAs soon as customs clears the goods, bpost takes care of delivery. Bear in mind that the whole process can take several days. You can track the status of your parcel via Track &amp; Trace. You will be notified if any further formalities need to be completed.&nbsp;

Question 7

How can I follow my parcel that comes from abroad?

Accepted Answer

You can follow your parcel outside Belgium with Track &amp; Trace. bpost relies on its international partners for the Track &amp; Trace information. They are not always able to communicate this information (on time) so you might not be able to follow your parcel immediately. Once your parcel arrives in Belgium at bpost, you can follow it with our Track &amp; Trace and the My bpost app.Tip: You can also follow your parcel with the Track &amp; Trace of the foreign postal service handling your parcel. Use the barcode number that you received from the sender and enter it in the Track &amp; Trace of the foreign postal service.Please note: If your barcode starts with the letter ‘U’, you cannot track your shipment. This barcode is only used to facilitate the import procedure and present the shipment to Belgian customs. After the shipment is released, it will be handed over to bpost without further tracking.

Question 8

Why do I have to pay 'fees for customs formalities'?

Accepted Answer

Fees for customs formalities are administrative charges that are charged by the bpost customs clearance service for:determining the contents and value of the parcelcontacting the addressee in case&nbsp;the contents, value and details of the parcel do not correspond or are incomplete;creating the required customs declaration;storage and warehousing of the shipment during&nbsp;the collection&nbsp;of customs duties.These charges apply to all shipments from outside the European Union (+ United Kingdom). You can, however, avoid additional taxes, customs duties and administrative costs by ordering from a registered online shop (Import One-Stop Shop or IOSS). You can easily recognise a recognised webshop: if your shopping basket states that VAT is included, you are safe! Most major webshops such as AliExpress, eBay and Wish are already registered.NB: shipments with a value above €150 are always subject to customs duties and administrative processing costs.

Question 9

How are import costs calculated?

Accepted Answer

The costs to import goods from outside the EU consist of 3 parts:VATFor all goods coming from outside the EU, a percentage of VAT on the value of the goods must be paid. This percentage varies between 6% (books) and 21% (electronic products). Please note: you also pay VAT on the services provided by bpost (administrative costs).&nbsp;Custom dutiesFor certain categories of goods you have to pay customs duties. These are also represented by a percentage. For some goods (e.g. jeans), you pay up to 12% duty. For other goods you do not pay duty (e.g. books).&nbsp;Customs formalities or administrative feesThe bpost customs clearance service&nbsp;charges administrative fees for the costs incurred during the import procedure if:the VAT was not paid in advance in a registered online shop (Import One-Stop Shop or IOSS)the value of the goods is more than €150These costs include:the calculation of import taxestransferring the taxes to the governmentrequesting additional missing information (e.g. licenses or invoices)storage costsFrom 1 July 2021, bpost will charge the following fees for customs formalities:0&nbsp;eurofor private shipments with a value of up to €45. In this case, the sender has to prove that the shipment is a gift. (Please note: alcoholic products, perfume, toilet water, tobacco and tobacco products are subject to fees, even if they are gifts).17.5&nbsp;euros&nbsp;for customs formalities regarding non-exempted items with a maximum value of 150 euros.37&nbsp;eurosfor customs formalities regarding non-exempted items with a value over 150 euros.More information on the applicable tax rates and on how to calculate the import costs.TIP! Are you shopping in a non-EU webshop and want to avoid extra costs? If your shopping basket states that VAT is included, then you’re safe! You won’t have to pay any costs later.

Question 10

I disagree with the import costs. What can I do?

Accepted Answer

Paying import costs is a legal obligation when you order something from outside the EU. In addition to paying, you have the following options:I agree to pay but disagree with the amountThe calculated import costs are based on the estimated value of the contents (based on the invoice), the official VAT rates and the customs duties applicable on the goods being shipped. If you can prove that the value was not estimated correctly, you can request a recalculation.In some cases, shipments are exempt from VAT and customs duties. You can request a recalculation in the following cases:shipments sent as a gifta diplomat receives a shipmenta shipment is reimportedEnter the barcode of your shipment into Track &amp; Trace or the My bpost app. You will find the dispute form above the payment button.Once we receive your request, the payment deadline will be cancelled. Your request will be reviewed and either accepted or declined. You will be able to see the result in Track &amp; Trace and in the My bpost app, and you will receive a new payment request with a payment deadline.If the shipment can be imported free of charge, you will be notified. The shipment is then presented to Belgian customs for clearance.I refuse to pay the import costsIf you refuse to pay the import costs, we will not be able to deliver your shipment and it will be returned to sender. You can contact the sender to see if the purchase value can be fully or partially refunded to you. You can refuse to pay online. To do so, enter the barcode of your shipment via Track &amp; Trace or the My bpost app. You will find the 'refuse' button next to the payment button.

Question 11

How can I avoid paying import costs?

Accepted Answer

Since 1 July 2021, new customs rules apply and VAT must be paid on all shipments from outside the EU. If no VAT is stated at the point of purchase, additional import charges will be applied.To avoid additional import charges and increased VAT (as you pay VAT on customs clearance fees), we recommend that you order:from a registered webshop outside the EU. These shops settle the VAT on your purchase in advance so you don’t pay import charges and your shipment is processed more quickly. More info&nbsp;on how to recognise an IOSS registered webshop.from a webshop that ships from within Belgium or the European Union. Remember the United Kingdom is no longer part of the European Union.Please note: For goods with a value above €150, you will always have to pay customs clearance fees. In this case, the import charges cannot be paid via the webshop.

Question 12

How can I pay the import costs?

Accepted Answer

Once the import costs are calculated, you will find a detailed overview of the costs in Track &amp; Trace and in the My bpost app. You will receive a request to pay the import costs. This can be by email, text message or notification if you have installed the My bpost app. If the sender did not send us the data digitally, you will receive a letter with a payment request.You can make the payment securely via the My bpost app or by signing in via Track &amp; Trace. You can pay via Bancontact, Mastercard, Visa or mobile banking. Also from abroad. PayPal and bank transfers are not possible.Exceptionally, you can pay your import costs in another way.Watch out for fake messages and phishing; bpost will never ask you to pay by bank transfer or provide a bank account number. Read all about it on our phishing page.

Question 13

When does a parcel pass through customs?

Accepted Answer

If your parcel comes from outside the European Union, it passes through customs by default. Customs is also authorised to check all shipments from inside the European Union. That usually involves suspect shipments from EU member states and shipments with excisable goods inside the European Community.

Question 14

My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?

Accepted Answer

In this case, your parcel comes from outside the EU, even if it was ordered from a European webshop. Some webshops send their products directly from the country of origin. If that country is outside the EU (e.g. the United Kingdom), you might be charged import costs. Always check the sender&nbsp;address of your parcel when ordering items online.If you receive a payment request for import costs, you can still refuse your parcel before making the payment. You can do this via the My bpost app or via Track &amp; Trace. In that case, your parcel will automatically be returned to sender.

Question 15

Can I pay my import costs using another method than online?

Accepted Answer

Import costs on shipments from outside the EU are preferably paid online via the My bpost app or via Track &amp; Trace. If you have no experience with online payments, have someone close to you help you. If you have not paid after 14 days, our shipment will be returned to the sender.If you are unable to pay online, you can, exceptionally, make your payment at a Post Office. Your shipment will be released and sent afterwards by the customs clearance service. You will not receive it immediately.

Question 16

Will import costs be refunded if something goes wrong with customs or delivery?

Accepted Answer

When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments.If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs.If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment.Tips: if you buy something outside the EU, choose:a tracked shipment: that way you can follow your shipment onlinea registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.

Question 17

What can the result of a customs check be?

Accepted Answer

Customs can perform a security check on all goods coming from outside the European Union to verify whether the import into Belgium is allowed. This check is done after payment&nbsp;of the import fees and can&nbsp;have one of the following results:The import of the shipment is approved by Belgian customs the day after arrival in Belgium. The shipment is then given to bpost for processing and delivery.The shipment is subject to inspection. Please allow an additional 3 to 7 days for delivery. (Depends on whether other government agencies need to check the goods.)A fine must be paid (e.g. if the goods do not match the description) or additional documentation required (e.g. the import licence is missing). This will be communicated to you by letter or by email, together with further instructions.The goods are subject to import restrictions, so their importation is prohibited. In the worst case, your shipment may be returned to the sender or destroyed. This will be communicated to you by letter or by email, together with further instructions.Important: If you have paid the import costs and customs seizes your shipment, you will not be able to get a refund of the import costs.

Question 18

I am liable for VAT. How can I reclaim my VAT?

Accepted Answer

If you want to reclaim your VAT, you need to enter your VAT number in Track &amp; Trace or the My bpost app before paying the import costs. If you do not do this, or only after making payment, you cannot reclaim your VAT. Don't forget to submit your invoice with this VAT number when you file your tax declaration.Enter VAT numberEnter the barcode of your parcel into Track &amp; Trace or the My bpost app. Provide us with your VAT number via the form above the payment button.Please note that this notification does not entitle you to a deferral of payment or exemption from VAT.

Question 19

Can I recover my import costs?

Accepted Answer

If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation.You will be compensated up to the amount of the customs formalities if:your shipment was sent with tracking (barcode that does not start with the letter “U”)the sender has opened an investigationthe investigation makes it clear that the fault lies with bpostTips:If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost.Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.

Question 20

Why do I have to pay for the import of a shipment?

Accepted Answer

My&nbsp;shipment is coming from within the EUSome regions of the EU are also subject to customs duties and VAT because they are not part of the EU customs territory, even if they belong to the geographical territory of the EU (e.g. the Canary Islands).My shipment is coming from outside the EUIn accordance with European customs legislation and VAT regulations, you must pay taxes (customs duties, VAT, excise duty and administrative processing charges) on all commercial shipments from outside the EU. Your shipment will only be delivered if you pay these charges within 14 days of receiving the payment notification. Once the import fees are paid, your shipment will be presented to customs.&nbsp;If your shipment is a gift, you may be exempt from import charges in certain cases. &nbsp; &nbsp;If you order from a registered online shop (Import One-Stop Shop or IOSS), which pays the VAT in advance, you don’t have to pay any additional taxes, customs duties or administrative fees to the customs clearance service of bpost. You can easily recognise a recognised webshop: if your shopping basket states that VAT is included, you are safe! Most major webshops such as AliExpress,&nbsp;eBay and Wish are already registered.Please note: shipments with a value above €150 are always subject to customs duties and administrative processing costs.

Question 21

Why has the payment of my import costs failed?

Accepted Answer

You can only pay the import costs for your parcel via the My bpost app or Track &amp; Trace in advance. If the payment fails, please check the following:If your attempt to pay was unsuccessful (or if you cancelled payment), the system automatically activates a waiting time of about 30 minutes. Please try again after 30 minutes.Check that your credit card has sufficient credit and that your current account has sufficient funds.Verify that you have not made an error when entering the card details.Check that your internet connection is up and running.When paying by credit card, your card must be 3D-secured. If this is not the case, or if you are no longer sure of your password or code, contact your bank or card issuer.

Question 22

Why are there customs checks on my parcel?

Accepted Answer

All shipments from outside the EU go through an import procedure. This allows Belgian customs to check the contents of shipments on arrival in Belgium. Most shipments are released immediately, but inspections are also carried out:to check if the contents are prohibited from being sent to the EU (e.g. medication)if the import of the contents requires an agreement from other government agencies (e.g. food or plants)if documentation or permits are required for the importation of the contentsto combat counterfeit goodsIf your shipment is subject to inspection, please allow for an additional 3 to 7 days.

Question 23

Why do I have to pay import costs for a barcode number I do not know?

Accepted Answer

In most cases an online shop or sender will let you know which barcode you can use to follow your shipment online. In some cases, items are shipped without tracking. Examples include small items that fit in an envelope (a small cable, accessories, etc.)If this shipment comes from outside the EU, it will go through the import procedure upon arrival in Belgium. This shipment without tracing receives a barcode that starts with the letter 'U'. This allows you to pay the import costs via the My bpost app or Track &amp; Trace.Once the import procedure has been completed, the status of this barcode (which starts with 'U') will no longer change. It will become a shipment without tracking once again, until it is delivered to you.Please remain alert for suspicious messages. Are you expecting a shipment? Could the text message or email you received be phishing? To be sure, check the barcode in the My bpost app or via Track &amp; Trace. You can also find photos of your shipment there. If a payment is requested there as well, you can be sure that the shipment is destined for you.

Question 24

Do I have to pay import costs on my purchase via a European online shop?

Accepted Answer

If you purchase something within Europe, you do not have to pay any import costs on it. However, for some regions within the EU that are not part of the EU customs territory (e.g. the Canary Islands) you will have to pay import costs. Discover the areas in Europe that are an exception.Also keep in mind that some online shop ship their products directly from the country of origin. An online shop address that ends with an EU country code, such as .be, .nl or .fr, does not necessarily ship its goods from the EU.If the shipping address is outside the EU (e.g. the United Kingdom), you will have to pay import costs. Always check the sender address of your parcel when ordering items online.

Question 25

Does my parcel have to go through customs if it comes from the European Union?

Accepted Answer

In principle, parcels that you receive from a sender within the European Union do not have to go through customs. However, Belgian customs can screen these shipments exceptionally.Some regions of the EU are subject to customs duties and VAT. This is because they are not part of the customs territory of the EU, even though they are part of the geographical territory of the EU (e.g., the Canary Islands).Always check the country of origin of your parcel. Something you order from a European webshop can also come from outside the European Union. In that case, you will have to pay any customs charges in advance via the My bpost app or via Track &amp; Trace. You can always refuse these extra costs. Your parcel will then be returned to the sender.

Question 26

Why do I need to provide an invoice during the import procedure of my parcel?

Accepted Answer

Upon arrival in Belgium, the value of the contents of your shipment must be known. This value is determined based on the invoice. Without this information, the required VAT and customs duties cannot be calculated and the shipment cannot be delivered. You will be asked to provide an invoice via Track &amp; Trace.If your shipment is a gift and the value cannot be determined, you must be able to prove that it is a shipment between two private individuals (without the intervention of a sales platform like eBay). An estimate of the value of the goods is also required. Proof by email or a signed document is sufficient.If you do not provide the requested information within the requested period, the shipment cannot be delivered and it will be returned to the sender.

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